Location: Vadodara, Gujarat

Job Type: Full-Time | Onsite (Work from Office)

Department: Business Applications (SAP / SFDC)

Experience: 8+ Years

About the Role

We are looking for a high-caliber Service Delivery Leader to anchor and scale our Business Applications practice (SAP & Salesforce). This is a client-facing, P&L-influencing leadership role responsible for driving delivery excellence, deepening strategic client relationships, and building high-performing teams across large enterprise accounts.

You will operate at the intersection of technology, operations, and business outcomes—owning end-to-end service delivery while shaping account growth, talent strategy, and governance at scale. The mandate is clear: deliver predictable outcomes, build trusted partnerships, and create a delivery engine that scales.

What You Will Own

1. Client Leadership & Strategic Partnership

• Serve as the executive-facing point of contact for client stakeholders across SAP and Salesforce engagements
• Build trusted advisor relationships with CIOs, Business Heads, and Program Sponsors
• Lead governance cadences (daily/weekly/monthly/quarterly) with a focus on outcomes, not activities
• Anticipate risks, manage escalations, and convert challenges into opportunities for value creation

2. Delivery Excellence & Operational Rigor

• Own end-to-end service delivery across AMS, enhancements, and project-based engagements
• Establish and enforce best-in-class delivery frameworks (ITIL, SLA/KPI governance, reporting dashboards)
• Drive continuous improvement, automation, and efficiency across delivery operations
• Ensure predictable delivery through structured incident, problem, and change management

3. Account Growth & Commercial Ownership

• Partner with Business Development and Leadership to expand existing accounts and identify upselling opportunities
• Drive revenue growth, margin optimization, and cost control at the account level
• Support proposal development, solutioning, and contract negotiations
• Own financial metrics including billing accuracy, utilization, and profitability

4. Talent Strategy & Workforce Scaling

• Translate client demand into strategic workforce plans (capacity, capability, and cost)
• Build and scale teams of 50–70+ consultants including practice leads
• Partner with Talent Acquisition to hire high-quality SAP & Salesforce professionals
• Drive utilization, performance management, and succession planning

5. Leadership & Culture Building

• Lead with a high-performance, ownership-driven culture
• Mentor and develop next-generation leaders within SAP and Salesforce practices
• Foster collaboration across delivery, sales, and corporate functions
• Drive accountability, transparency, and execution discipline across teams

6. Governance, Risk & Compliance

• Ensure adherence to client contracts, SLAs, and internal governance standards
• Lead audit readiness and compliance management (internal and external)
• Maintain robust documentation and reporting frameworks

What We Are Looking For

Must Have Skills

• 8+ years of experience in IT Service Delivery / Account Management in SAP and/or Salesforce ecosystems
• Proven experience managing large-scale accounts (50–70+ resources)
• Strong track record in client relationship management and stakeholder engagement
• Expertise in resource planning, hiring, and team leadership
• Deep understanding of ITIL-based delivery models and governance frameworks
• Demonstrated ability to manage SLAs, KPIs, escalations, and delivery performance
• Strong business acumen with experience in financial and commercial management
• Exceptional communication, executive presence, and problem-solving capabilities

Good To Have Skills

• Exposure to SAP (S/4HANA, ECC) and Salesforce (Sales Cloud, Service Cloud) ecosystems
• Experience managing global clients and distributed teams
• Familiarity with Agile, Scrum, or hybrid delivery models
• Experience in pre-sales, solutioning, and proposal development
• Hands-on exposure to tools like ServiceNow, Jira, or similar ITSM platforms

Certifications (Preferred)

• SAP Certification (Functional/Technical)
• Salesforce Certifications (Administrator / Consultant)
• ITIL Foundation / Intermediate
• PMP / PRINCE2

How You Will Be Measured

• Client Impact: Satisfaction, retention, and relationship depth
• Delivery Excellence: SLA/KPI adherence and service quality
• Financial Performance: Revenue growth, margins, and utilization
• Operational Efficiency: Process improvements and automation impact
• Team Health: Engagement, retention, and leadership pipeline

Why This Role Matters

This role sits at the core of our growth strategy. You will directly influence how we scale enterprise delivery, strengthen client partnerships, and build a differentiated capability across SAP and Salesforce ecosystems.